Live Chat & Customer Service Certification

Welcome to Live Chat & Customer Service Certification for contact center agents, from the team at Live Chat 100.

This free customer service skills certification will give you everything you need to start talking to customers with clarity and confidence over live chat, on the phone, or through any other method of communication. It features up-to-date, best practices from the customer service industry, to help you boost your knowledge and improve your customer service skills.

It can be started and finished whenever you like – with flexible content that can be accessed any time, to suit your needs. The course should take less than a day to complete, and once you’ve passed the course you will gain access to a certificate to prove your skills as well as a badge for your LinkedIn profile.

Sign up now to get started. We’re looking forward to having you on board!

Welcome

Understanding Exceptional Service

Building Exceptional Service

Delivering Exceptional Service

Sustaining Exceptional Service

Summary

Course Outline

  • Welcome
    • Course Overview
  • Understanding Exceptional Service
    • The Communication Process
    • Internal and External Customers
    • Customer Needs, Wants & Expectations
    • Empathy
    • Stress – Triggers & Strategies
  • Building Exceptional Service
    • Language
    • Adapting Your Style to Suit Your Audience
    • Words, Tone & Body Language
    • Structuring Customer Service Communications
  • Delivering Exceptional Service
    • Questioning Techniques
    • Listening Skills
    • Differences in Delivery Across Channels
  • Sustaining Exceptional Service
    • The Challenges of Sustained Excellence
    • Listening to Your Customers
    • Action Planning for Sustaining Exceptional Service
  • Summary
    • Summary & Final Quiz